Night Manager 夜班经理

SCOPE 岗位概述
Underthe guidance of the Manager of Front Office assess, evaluate and ensure thatlong-term and short-term of the department are met. Support and assist Front Office and allDepartments in the hotel to ensure a smooth, prompt and effective service toall guests. Assist the Assistant Front Office Manager to direct and manageFront Office in absence of the Manager of Front Office.
遵循前厅部经理的指示，支持并帮助前厅部和酒店其它所有部门的流畅运转及高效服务。前厅部经理不在岗期间协助前厅部助理经理对前厅部进行管理。
OVERALL OBJECTIVES 总体目标
Thejob of Night Manager is executedsatisfactorily when:
夜班经理要确保以下工作的圆满完成度。
Guest complaints are handled and followed up to meet thesatisfaction of all stakeholders.
客人投诉得到妥善的处理和交接以使利益相关方满意。
Ensure the smooth operation in Front Office department.
前厅部的日常运营得以顺利地进行。
Responsible for maintaining 90% scoring for KEA inspections.
负责部门在KEA检查中获得90%分以上的成绩
Ensure the GRI result achieves 96.5% and GSS result achieves 5.55.
负责GRI的结果达到96.5%且GSS的结果达到5.55
KEES (Kempinski Employee Engagement Survey) results are 4.65 andabove.
KEES(员工敬业度调查)分数不低于4.65
MAIN RESPONSIBILITIES 主要职责
Ensures that as per Kempinski Health & Safety Policy the FireExits are free of obstacles.
保证所有紧急出口使用功能正常。
Support and assist all Front Office sections.
支持前厅部所有部门运营流畅。
Patiently listen to guest complaints, actively provide solutions,and handover to ensure customer satisfaction.
耐心倾听客人投诉，积极提供解决方案，做好交接工作，以保证客人满意。
Communicate with finance and insurance companies on insurance issuesthat need to be followed up, and give feedback to guests or relevantdepartments in time.
将需要跟进的保险事宜与财务和保险公司进行沟通，并及时反馈给客人或相关部门。
Ensures that all guests receive prompt, cordial attention andpersonal recognition and resolves related problems.
保证每位客人都能够收到热情且高效的服务。
Inform and co-ordinate with other operating departments e.g.Housekeeping, Engineering, Sales and Butlers of Front Office matters which mayconcern them.
有能力与其它部门共事，比如客房部工程部销售部以及所有与前台有联系的部门。
Check all correspondence of the day’s arrivals to familiarize witharrived and arriving guests and their needs, follows up as required.
熟悉到店客人以及预抵客人和其相关需求，并相应作出跟进。
Control room availability for walk-ins and establish accountabilityfor guests departure dates and times.
根据客人退房日期及时间协调房间状态。
Follow up with Housekeeping any unresolved room discrepancies.
协同客房部解决差异房。
Check all arrivals folios, follows up on credit standing of walk-inguests and validity of account to company instructions.
检查预抵客人付账情况，包括信用卡和挂账情况。
Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
检查客人付账情况，押金及消费情况并作相应跟进。
Maintain appropriate standards of conduct, dress, uniforms, hygiene,appearance and posture for all departmental employees.
监督并维持酒店员工制服的整洁。
Ensure that all departmental information is kept accurately and upto date.
确保所有部门信息的准确和及时性。
Promote in house sales and facilities to maximize hotel revenues.
为酒店做促销以争取利益最大化。
Understand and carries out duties in line with Hotel EmergencyProcedures.
遵守酒店紧急安全政策。
Inspect Front and Back of house for cleanliness, Health & Safetyand reports any faults to concerned departments
保证酒店的整体运营环境，特别是在清洁，健康与卫生及安全方面，如有问题及时向相关部门汇报。
Inspect VIP guestrooms on a daily basis.
每天检查客房。
Co-ordinates/Assists security personnel in all related matters.
协助保安部处理相关事宜。
Responds promptly to any operational requests from Front Office and otherhotel departments.
积极响应前厅部和酒店其他部门的业务需求。
Attends to referred and unsolved problematic situations.
积极解决问题。
Co-ordinates and assists with accommodation and transportation ofguests in overbooked situations.
在超预订情况下，积极解决客人的住宿及交通问题。
Completes VIP, delegations and group leaders welcome and farewell asappropriate.
适时完成贵宾，代表团和团队领导的接送服务。
Conduct efficient hand-over shift.
有效交接班。
Keepgrooming match with standard.
根据饭店及品牌标准保持个人仪容仪表。
Conducthealth regulation, safety policy.
执行健康及安全法规、政策及程序。
Settledanger situation and inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
Carry out all the process of safetyemergency.
执行酒店安全紧急情况政策及程序。
Ensure the back area is as clean,safe and hygiene as the front area.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
Keepanalysis, evaluate, improve self-behaviour.
不断分析、评估、改进个人工作表现。
Complywith code of conduct.
遵守道德行为规范。
Complywith Staff Handbook and related policies.
遵守《员工手册》的相关规定。
Additionalresponsibilities and tasks can be added at any time according to the needs ofthe business and of the hotel.
根据酒店及业务需要，可随时增加额外工作职责和任务。